Refund and Returns Policy

At Acoufelt, we strive to ensure your satisfaction with our products. If you need to return an item, please review our returns policy below:

1. Returns Eligibility:
   • Returns are accepted within 30 days from the date of delivery.
   • The item must be unused, in its original condition, and in its original packaging.
   • Custom-made or made-to-order items are not eligible for return, unless they are faulty or damaged.
     
2. Return Process:
   • To initiate a return, please contact our customer service team at customercare.au@acoufelt.com.
   • Provide your order number, the item(s) you wish to return, and the reason for the return.
   • Our team will guide you through the return process and provide you with a return authorization if applicable.
   • Please ensure that the returned item is securely packaged to prevent damage during transit.
     
3. Return Shipping:
   • The cost of return shipping is the responsibility of the customer, unless the item is faulty or damaged.
   • We recommend using a trackable shipping method and insuring the package to ensure safe and timely return delivery.
   • Upon receiving the returned item, we will inspect it for any damage or signs of use before processing the refund.
     
4. Refund Process:
   • Once the returned item is received and inspected, we will notify you of the status of your refund.
   • If the return is approved, a refund will be issued to the original payment method within 7 business days.
   • Please note that the refund amount may exclude any original shipping charges, unless the return is due to a faulty or damaged item.
     
5. Exchanges:
   • We do not offer direct exchanges. If you wish to exchange an item, please follow the return process mentioned above and place a new order for the desired item.
     
6. Faulty or Damaged Items:
   • In the unlikely event that you receive a faulty or damaged item, please contact our customer service team immediately.
   • We will arrange for the return of the item and provide you with a replacement or refund, depending on your preference.

Please note that this returns policy is subject to change and should be reviewed periodically. For more information or assistance with returns, please contact our customer service team.